Difference between revisions of "ATC/Current/AdminGuide/Outcomes"

From Genesys Documentation
Jump to: navigation, search
m (1 revision imported)
(Published)
 
(53 intermediate revisions by 7 users not shown)
Line 1: Line 1:
 
{{Article
 
{{Article
−
|DisplayName=Outcomes
+
|Standalone=No
−
|Platform=PureEngage, PureConnect, PureCloud
+
|DisplayName=View outcomes
−
|Dimension=Journey
+
|TocName=View outcomes
−
|Context=Outcomes correspond to business goals that you want to monitor and achieve.
+
|Context=Learn how to search for, create, edit, duplicate, and delete outcomes.
 +
 
 +
<br />
 +
|Dimension=Outcomes
 +
|ComingSoon=No
 +
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 +
|Prereq='''Prerequisites'''
 +
 
 +
*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
 +
**'''Journey '''>''' Outcome '''>'''Add ''', '''Delete''', '''Edit''', '''View'''
 
|Section={{Section
 
|Section={{Section
−
|sectionHeading=About outcomes
+
|sectionHeading=View outcomes list
−
|Type=Unstructured
+
|anchor=ViewOutcomes
−
|freetext=Altocloud uses your outcomes to analyze which visitors achieve your business goals and to score future visitors as they make progress towards it. As visitors progress towards an outcome, you can track their progress and design engagements that will steer your visitors towards your goals. When you create an outcome, you select the persona attributes and journey patterns to which it applies.
+
|alignment=Horizontal
−
* [[#SegmentAttributes|Segment attributes ]] are characteristics that all the visitors in the group share. Examples of segment attributes are visitors who use Chrome and visitors from Canada.
+
|Media=Image
−
* [[#JourneyPattern|Journey patterns ]] are actions on your website that all the visitors in the group have taken. Examples of journey patterns are completing a form or going to a specific webpage.
+
|image=ViewOutcome.png
 +
|AltText=View outcomes
 +
|structuredtext='''Name:''' Outcome name.
 +
 
 +
'''Updated:''' Date the outcome was last modified in Predictive Engagement.
 +
 
 +
'''Description:''' Outcome description.
 +
 
 +
'''Active:''' Indicates whether the outcome is ready to use on your website.
  
−
You can specify any combination of segment attributes and journey patterns for an outcome. The more of these conditions you define, the more specific the conditions, and the fewer number of visitors who achieve the outcome.
+
'''Options:''' Menu of options available for the outcome, such as edit, delete, and duplicate.
 +
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=View your outcomes
+
|sectionHeading=Search for outcomes
−
|Type=Structured
+
|anchor=Search
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=OutcomeView.png
+
|Media=Image
−
|structuredtext=# Click '''Journey''' > '''Outcomes'''.
+
|image=OutcomesView.png
−
|fullwidth=No
+
|structuredtext=Type one or more characters (not case-sensitive) for which to search. As you type, only the outcomes that match your criteria appear in the list.
 +
 
 +
A column heading with an arrow indicates that you can click the arrow to sort the list by that entity. An upward-pointing arrow indicates that the list is in ascending order and a downward-pointing arrow indicates that the list is in descending order.
 +
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Create an outcome
 
|sectionHeading=Create an outcome
 
|anchor=CreateOutcome
 
|anchor=CreateOutcome
−
|Type=Structured
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=OutcomeCreate2.png
+
|Media=Image
−
|structuredtext=# Click '''Journey Shaping''' > '''Outcomes'''.
+
|image=CreateOutcomeOption.png
−
# Click '''Create Outcome'''.
+
|structuredtext=To create an outcome, click '''Create outcome''' and then follow the instructions in {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_outcomes}}.{{NoteFormat|Starting on June 14, 2021, you can no longer create more than 10 outcomes. For more information, see {{Link-Standalone|topic=ATC/outcome_limitation_change}}.|}}<br />
−
# Use a descriptive name.
+
|Status=No
−
# Define at least one of the following:
 
−
#* [[#SegmentAttributes|Segment attribute]]
 
−
#* [[#JourneyPattern|Journey pattern]]
 
−
# To activate the outcome, click the '''Active''' toggle so it is green.
 
−
{{NoteFormat|You can specify as many segment attributes and journey pattern conditions as you want. You must specify at least one.|1}}
 
−
|fullwidth=No
 
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Segment attribute example
+
|sectionHeading=Edit an outcome
−
|anchor=SegmentAttributes
+
|anchor=Edit
−
|Type=Structured
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=SegmentAttExample1.png
+
|Media=Image
−
|structuredtext=Segment attributes identify visitors based on characteristics like location, browser, device type, and so on.
+
|image=OutcomeEdit.png
−
 
+
|structuredtext=To modify an outcome, search for it and then click the '''Edit''' menu option. Follow the instructions in {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_outcomes}}.
−
{{NoteFormat|If you want to match based on a non-numeric criteria, such as the name of a browser, select the '''like''' or '''not like''' operator. |2}}
+
|Status=No
−
|fullwidth=No
 
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Journey pattern example
+
|sectionHeading=Duplicate an outcome
−
|anchor=JourneyPattern
+
|anchor=Duplicate
−
|Type=Structured
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|structuredtext=The journey pattern identifies visitors based on their behavior on your site. For example:
+
|Media=Image
−
* Viewed a specific page
+
|image=OutcomeDuplicate.png
−
* Clicked a specific button
+
|structuredtext=To simplify the process of creating an outcome, you can duplicate an existing outcome. Search for the outcome to duplicate and then click the '''Duplicate''' menu option. The duplicate outcome displays in edit mode. Specify a new name for the duplicate outcome and then modify the remaining information as appropriate.{{NoteFormat|{{MINTYDOCSPRODUCT}} scores the new outcome independently from the original outcome based on visit data gathered after you save and activate the new outcome.
−
* Submitted a form
 
−
{{NoteFormat|Track these actions as events in your code. To track a more complex journey pattern, add conditions. Genesys Altocloud evaluates all conditions in the journey pattern sequentially, in the order you define them. |1}}
 
  
−
Set each condition to one of these matching options:
+
If you edit any of the conditions for the outcome, click the '''checkmark''' for each changed condition before you save the outcome. |}}
−
* '''Once''': The persona matches when the condition is met
+
|Status=No
−
* '''Never''': After the visitor leaves the site, the persona matches if this condition was not met during the visit. This applies to all personas that contain at least one Never condition.
 
−
|fullwidth=No
 
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Edit an outcome
+
|sectionHeading=Delete an outcome
−
|Type=Structured
+
|anchor=Delete
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=OutcomeCreate2.png
+
|Media=Image
−
|structuredtext=# Click '''Journey''' > '''Outcomes'''.
+
|image=OutcomeDelete.png
−
# Click the outcome you want to edit.
+
|structuredtext=To delete an outcome permanently, search for the outcome, click the '''Delete''' menu option, and then confirm.{{NoteFormat|Deletion is permanent. To suspend the outcome from use temporarily, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#Activate|display text=deactivate it}} instead.|1}}<br />
−
# Update the [[#SegmentAttributes|segment attributes]].
+
|Status=No
−
# Update the [[#JourneyPattern|journey patterns]].
 
−
|fullwidth=No
 
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Delete an outcome
+
|sectionHeading=View outcome report
−
|anchor=OutcomeDelete
+
|anchor=OutcomeReport
−
|Type=Structured
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=OutcomeDelete2.png
+
|Media=Image
−
|structuredtext=Delete an outcome when you no longer need it.
+
|image=OutcomeReport.png
−
|fullwidth=No
+
|structuredtext=To learn how well you are engaging specific segments of visitors, click the '''Outcome Reporting can be found here''' menu option.
 +
{{{!}} class="wikitable"
 +
{{!}}+
 +
!Entity
 +
!Description
 +
{{!}}-
 +
{{!}}Name
 +
{{!}}Outcome name.
 +
{{!}}-
 +
{{!}}Action Maps
 +
{{!}}Number of action maps that have assisted in an outcome achievement.
 +
{{!}}-
 +
{{!}}Achieved
 +
{{!}}Number of times that the outcome was achieved.
 +
{{!}}-
 +
{{!}}Achieved w/ Action
 +
{{!}}Number of outcomes achieved that were associated to a web action (such as, web chat or content offer).
 +
{{!}}-
 +
{{!}}Achieved w/ Action %
 +
{{!}}Percent of actions that achieved the outcome (Achieved with Action / number of actions).
 +
{{!}}-
 +
{{!}}Segments
 +
{{!}}Number of segments that achieved the outcome.
 +
{{!}}-
 +
{{!}}Active
 +
{{!}}Indicates whether the outcome is ready to use on your web site.
 +
{{!}}-
 +
{{!}}Updated
 +
{{!}}Date the outcome was last modified.
 +
{{!}}}
 +
For more information about Journey Outcomes, see the [https://help.mypurecloud.com/articles/?p=238681 Journey Outcomes view] in the Genesys Cloud CX Resource Center.
 +
<br />
 +
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 09:47, January 19, 2022

This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

Learn how to search for, create, edit, duplicate, and delete outcomes.


Prerequisites

View outcomes list

View outcomes

Name: Outcome name.

Updated: Date the outcome was last modified in Predictive Engagement.

Description: Outcome description.

Active: Indicates whether the outcome is ready to use on your website.

Options: Menu of options available for the outcome, such as edit, delete, and duplicate.

Search for outcomes

Type one or more characters (not case-sensitive) for which to search. As you type, only the outcomes that match your criteria appear in the list.

A column heading with an arrow indicates that you can click the arrow to sort the list by that entity. An upward-pointing arrow indicates that the list is in ascending order and a downward-pointing arrow indicates that the list is in descending order.

Create an outcome

To create an outcome, click Create outcome and then follow the instructions in Manage outcomes.
Important
Starting on June 14, 2021, you can no longer create more than 10 outcomes. For more information, see Outcome limitation change.

Edit an outcome

To modify an outcome, search for it and then click the Edit menu option. Follow the instructions in Manage outcomes.

Duplicate an outcome

To simplify the process of creating an outcome, you can duplicate an existing outcome. Search for the outcome to duplicate and then click the Duplicate menu option. The duplicate outcome displays in edit mode. Specify a new name for the duplicate outcome and then modify the remaining information as appropriate.
Important
Genesys Predictive Engagement scores the new outcome independently from the original outcome based on visit data gathered after you save and activate the new outcome. If you edit any of the conditions for the outcome, click the checkmark for each changed condition before you save the outcome.

Delete an outcome

To delete an outcome permanently, search for the outcome, click the Delete menu option, and then confirm.
Important
Deletion is permanent. To suspend the outcome from use temporarily, deactivate it instead.

View outcome report

To learn how well you are engaging specific segments of visitors, click the Outcome Reporting can be found here menu option.

Entity Description
Name Outcome name.
Action Maps Number of action maps that have assisted in an outcome achievement.
Achieved Number of times that the outcome was achieved.
Achieved w/ Action Number of outcomes achieved that were associated to a web action (such as, web chat or content offer).
Achieved w/ Action % Percent of actions that achieved the outcome (Achieved with Action / number of actions).
Segments Number of segments that achieved the outcome.
Active Indicates whether the outcome is ready to use on your web site.
Updated Date the outcome was last modified.

For more information about Journey Outcomes, see the Journey Outcomes view in the Genesys Cloud CX Resource Center.


Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Outcomes (2025-06-19 08:28:06)"
Comments or questions about this documentation? Contact us for support!